Work Center Functions

Calls-Funktionen

Set Extension

You use this function to create a new test extension.

  1. Choose Work center ® Set extension.
  2. Specify an extension.
  3. Confirm your entries.

Register / Deregister

You can use this function to test registering and deregistering an extension with the telephony gateway.

  1. Choose Work center ® Register or Deregister.
  2. In the subsequent dialog box, specify your test extension and, when registering, the IP address of your computer:

  1. Choose Register or Deregister.

Agent Login / Logout

A call center employee (agent) uses this function to log in to or to log out of a queue.

Logging in

  1. Choose Work center ® Agent login.
  2. Enter the following data:
    • The extension of the agent
    • The queue
    • The work mode that specifies that the agent is in (ready, not ready, work ready, work not ready, none specified)
    • The name of the agent
    • The password of the agent.
  1. Choose Login.

Logging out

  1. Choose Work center ® Agent logout.
  2. Enter the following data:
    • The extension of the user
    • The queue (that the agent must be taken out of)
    • The name of the agent.
  1. Choose Logout.

The following graphic shows the input window for logging in and out:

Set / Get work mode

These functions are used to set and query the status of a call center agent. The work mode (for example,ready or not ready) is used to decide whether the call is transferred to the agent, deflected to another agent or put on hold.

Setting a work mode

  1. Choose Work center ® Set work mode.
  2. Specify an extension or a work mode.
  3. Choose Set.

Querying a work mode

  1. Choose Work center ® Get work mode.
  2. Specify your extension.
  3. Choose Get.

The following graphic shows the input window for setting and querying the work mode:

Get queues

This function is used to output the queues for an agent. You can get all the queues for which the agent has login authorization or to which the agent is logged in at the time of query.

  1. Choose Work center ® Get work mode.
  2. Specify the extension and, if necessary, restrict the query using the field Type:

  1. Choose Get queues.